A CSM Metric is a stored measurement query whose value can be used to measure, monitor, and predict service desk performance and trends (ex: Average time to resolve Incidents). Use a Metric to measure, monitor, and predict:
- Input: Work coming into the service desk (ex: Logged Incidents)
- Output: Work being completed by the service desk (ex: Resolved Incidents).
- Status: Snapshot of data at a specific point in time (ex: Open Incidents).
- Timeliness: In regard to SLA agreements of resolve/respond (ex: Late Incidents).
- Thresholds: Work exceeding an expectation (ex: More than 30 Incidents are open).
- Satisfaction: Level of service appreciation (ex: Customer satisfaction rate—average survey scores or % of surveys where survey scores are above 75%).
- Success: Value and Outcomes (ex: First Call Resolution (FCR) rate—% of Incidents closed on first call); SLA success rate (% of Incidents where SLA was met).
- Trends: Compare points in time (ex: Increasing satisfaction).
- Cause: What caused the work (ex: Printer Incidents).
- Individual and Team performance: Who is completing the work and how efficient they are (ex: Incidents per Team).
- Averages: Mean Time to Resolve (MTTR), Mean Time Between Failures (MTBF) for CIs, average response time, etc.
A Metric value can be a:
- Query Value: Search Query (ex: Open Incidents, SLAs warnings and breaches, records with unread Journals, etc.). Queries can contain simple calculation functions (ex: Averages, such as Incident MTTR).
- Calculation: Calculated measurement that involves other values (can be other Metrics) and math operator (ex: FCR rate).
Note: Metric values are stored (cached) on and retrieved from the local machine of the User who requests the Metric. Once cached, the local User can retrieve any of the cached values for use in a Gauge Widget, Expression, or Query.
In CSM, a Metric can be used in a/an:
- Expression: To conditionally control appearance and behaviors (ex: Change a Widget's border color to red if the FCR rate is less than 75%).
- Gauge Widget: To monitor service desk performance on Dashboards (ex: Number of records, MTTR, FCR, success, satisfaction).
- Query: To find/filter data (ex: Find all surveys where the score is below the Customer satisfaction rate).
CSM provides several OOTB Metrics to help get you started. Use these OOTB Metrics as-is, edit them, or create your own using the Metric Manager.